MISSION

The Agent, Customer Service Escalation resolves customer issues in a timely and effective manner, to deliver a best-in-class customer service experience. This role supports the creation and maintenance of Indigo's customer-centric culture by contributing key insights to the customer service function.

KEY PERFORMANCE METRICS

• Customer Contacts handled per week
• CSAT score on resolved incidents

KEY ACCOUNTABILITIES

Functional

• Respond to general Customer Service inquiries through email and live chat, presenting customer-focused solutions in both a timely and positive manner to address, influence, and resolve customer needs to their full satisfaction while balancing the impacts to the business
• Respond to escalated customers in the Home Office Support Queue by e-mail or phone, acting as a customer advocate for Indigo in resolving these issues
• Demonstrate genuine empathy when communicating and deescalating customer concerns with skill to prevent further escalation
• Find appropriate and thoughtful resolutions for customers' problems, based on their unique situation and story, while balancing the impacts to the business
• Hold oneself accountable to providing service excellence and adding joy to all customers
• Provide guidance to the CER Support Squad teams channel, and direct questions to the broader Customer Service group as needed
• Provide feedback on specific incident handling to our third-party contact centre
• Take initiative to respond to unplanned issues as they arise; comfortable and adaptable when facing change or ambiguity
• Escalate issues, bugs and concerns to the appropriate internal channels Act as an advocate for the customer by placing them at the forefront of all decision-making and design processes
• Proactively identify and anticipate customer expectations and needs
• Embrace and seek out technology that creates high tech and high touch solutions for Indigo's customers
• Challenge the status quo by consistently identifying areas for improvement, diagnosing issues and working to resolve them

People

• Collaborate with others to drive flexible and iterative solutions, quickly and easily
• Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself
• Help others see the impacts of their efforts and proactively engage other functions to get input
• Encourage others to freely share their point of view and be open to feedback

Cultural

• Model Indigo's beliefs and convey a positive image in everything you do
• Celebrate diversity of thought and have an open mindset
• Take an active role in fostering a culture of continual learning, taking risks without the fear of making mistakes
• Embrace, champion and influence change through your team and/or the organization

SCOPE

Reports to: Manager, Customer Service

Manager once Removed (MOR): VP, Customer Experience & eCommerce

KEY RELATIONSHIPS

Internal:

• Customer Experience
• Retail
• Marketing
• Loyalty
• Product Quality
• Merchant teams
• Promotions
• Supply Chain

External:

• 3rd party customer service providers

Work Experience / Education / Certifications

• Previous experience in Indigo retail locations is required
• Previous experience in online customer service roles considered an asset
• Working knowledge of technology applications such as CAM, CustCare

Competencies / Skills / Attributes

• Customer focused, empathetic and solutions oriented with the ability to navigate complex issues
• Exceptional written communication and interpersonal skills
• Excellent time management skills and ability to multitask
• Comfortable working in a high-volume, detailed task environment with individual productivity goals
• e-literate and confident navigating Indigo's digital environments

Other (travel, Bilingual, etc.)

• Able to work from home with reliable internet access
• Weekend and evening availability required

At Indigo, we are committed to our communities, our customers, and each other; together we can make a positive impact. We know that fostering diversity and inclusion brings out your full potential and creates a joyful and welcoming environment for everyone. We are driven to be an equitable employer, which highly values your diverse backgrounds, experiences, and perspectives. We believe that you, in all your uniqueness, belong at Indigo. We welcome all applicants and encourage applications from individuals who identify as Black, Indigenous, a person of colour, LGBTQ2+ and people with disabilities. Accommodations are available upon request to individuals who self-identify as having a disability or special need. Please contact Human Resources at [email protected] if you require an accommodation at any time during the recruitment process.

WELCOME HOME

Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 170 Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting opportunities at our retail stores, distribution centres, and home office for people who share our passions and want to be part of a dynamic and enriching culture.

WHO WE ARE

• We love books and all things beautiful
• We are Canada's Cultural Department Store
• Books are our heart and our soul and Great Books are JUST the Beginning…

We play by the following rules:

• We exist to add joy to our customers' lives each and every time they interact with us and our products
• Our job is to create joyful moments for our customers
• We treat each other the way we'd treat a valued friend
• We inspire each other to do our best work
• We seek to ignite creativity and innovation every day
• We give back to the communities in which we operate